Quality Assurance Analyst, Check Operations & Compliance

Bank of America; College Park (MD); On-site; USD 60,000 - 90,000; Full time

Job summary

Bank of America is hiring a Quality Analyst to monitor and evaluate the quality of inbound and outbound communications and case reviews. The role focuses on documenting issues, providing feedback for coaching, and ensuring actions comply with regulatory requirements.

You will support testing, SLA adherence, and process improvement across the Check Operations function. Ideal candidates have 2+ years in Check Operations, strong QA skills, and the ability to work independently in a high-volume

Qualifications

• 2+ years experience with Check Operations.
• Quality Assurance experience.
• Ability to learn and adapt quickly to a constantly changing environment.
• Attention to detail with a strong focus on control.
• Detail-oriented, self-starter and ability to think and work independently in a fast-paced environment.

Responsibilities

• Evaluates phone calls, emails, and chat interactions to ensure adherence to the bank's processes, policies, and standards.
• Documents quality issues and performance measures for management review and provides feedback and courses of action as needed.
• Provides appropriate information to employees to support coaching, educating, and building deeper relationships with clients in order to contribute to daily routines.
• Applies knowledge and an understanding of internal and regulatory standards, policies, guidelines, and procedures to measure application and compliance of the assigned area.
• Recommends changes to procedures and workflows to improve work quality and productivity.
• Creates test plans, scenarios, and cases that satisfy the needs of users and clients.

Skills

Quality Assurance

Attention to Detail

Monitoring, Surveillance, and Testing

Risk Management

Written Communications

Process Management

Project Management

Problem Solving

Documentation

Regulatory Knowledge

Education

High School Diploma / GED

Bachelor's Degree

Job description

Bank of America is hiring a Quality Analyst to monitor and evaluate the quality of inbound and outbound communications and case reviews. The role focuses on documenting issues, providing feedback for coaching, and ensuring actions comply with regulatory requirements.

You will support testing, SLA adherence, and process improvement across the Check Operations function. Ideal candidates have 2+ years in Check Operations, strong QA skills, and the ability to work independently in a high-volume